NextTicket Manager Priority Rules (editing)

Priority Rules determine the priority tickets for technicians out of all the tickets pooled by the NextTicket Filters. To create rules, you can use your admin access to assign positive points to high-priority scenarios to prioritize tickets and fewer or negative points to low-priority ones to deprioritize tickets. 

What is the format of a Priority Rule?

The format of priority rules is:

If <condition/scenario>, then add or deduct points.

In the example below, the tickets assigned to the current user will be prioritized over unassigned tickets and those assigned to other technicians.

Activating a Priority Rule 

You can activate a priority rule by enabling the toggle switch for the corresponding rule. Do this after creating the conditions and adding points to the rules. The switch is green when it is enabled, and grey when disabled. 

Testing the Priority Rules  

You can test the Priority Rules and verify if the resulting prioritization shows your expected outcome. You can do this individually or all at the same time. 

A. To test a priority rule

Click the eye icon corresponding to the priority rule for testing, and review if the ticket list shows your expected outcome. 

Below is an example of a ticket list that applies a priority rule. 

B. To test all enabled priority rules

The Test All button previews the prioritization of tickets based on the points assigned to all enabled priority rules. Click this button to verify if all the rules work together to show your expected prioritization. If not, review the points and continue adjusting until you achieve your desired outcome. 

Below is an example of a ticket list that applies all enabled priority rules.

How to Save Priority Rule?

You can save Priority Rule by doing the following:

1. In NextTicket Manager Priority Rule page, you may click the save icon along each of the priority rule or click the Save on the upper right of the page and select "Save All".

How to Save Priority Rule as a Template?

Priority Rule can be save as a template by doing any of the following:

1. In NextTicket Manager Priority Rule page: 
   1. Click Save, then select "Save Rule as Template".
   2. Provide Template Name then click "Save".

2.  MSPbots menu Panel, Go to Settings, then click Next Ticket Rule Template Management

a. Select Integration

b. Adjust and Enable Rules you wanted to choose then click Create new template button.

c. Input Template Name then click Save.

How to Delete a Priority Rule Template?

Priority Rule Template can be delete by doing the following:

1. In MSPBots App Menu panel, select Settings then click Next Ticket Rule Template Management.
2. Select Template to delete from the dropdown list
3. Click Delete button then Confirm.

How to Request for a new Priority Rule?

1. In Next Ticket Manager, go to Priority Rules page.
2. Click Request New Rule button.
3. Fill out the Request New Rule form then click submit. The request will be forwarded to MSPbots support team to assess and check.